Redesigning Customer Satisfaction Measurement Instrument Using Multi-Criteria Decision Making Perspective

DOI

10.2991/icoemis-19.2019.1How to use a DOI?

Keywords

AHP, Delphi, Oil Fuel Company, Service Quality

Abstract

As an oil fuel distributor, Malang Oil Fuel Terminal should have some strategies in carrying out service activities to customers (gas stations / SPBU). Customer satisfaction is one of the goals of company to increase customer loyalty by fulfilling customer expectations. This study aims to re-design the instrument to measure customer satisfaction of Malang Oil Fuel Terminal. Re-designing the questionnaire conducted because the previous questionnaire was no longer relevant to the expectations of this company. The aims of this improvement to make the questions in the questionnaire more effective to evaluate customer satisfaction. The importance of questionnaire redesigning because the previous questionnaires did not accommodate system changes and consumer aspirations. A new questionnaire was created based on the aspirations of customer regarding important factors related to service quality at Malang Oil Fuel Terminal. From these factors can be used by Malang Oil Fuel Terminal to evaluate customer satisfaction regularly. This research was conducted by integrating the Delphi method and the Analytical Hierarchy Process (AHP). The criteria resulted in this study are factors that affect customer satisfaction and its importance level. The level of importance of these criteria are Tank Car 0.163; Tank Car Crew is 0.065; Oil Fuel (BBM) Delivery 0.559; and Malang Oil Fuel Terminal Services 0.212.

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Primahasmi Dalulia
AU  - Ni Made Wiati
AU  - Aang Fajar P
AU  - Vetty Kartikasari
AU  - Ika Anggraeni KK
AU  - Erwin Dwi Pambudi
AU  - Pindo Tutuko
PY  - 2019/11
DA  - 2019/11
TI  - Redesigning Customer Satisfaction Measurement Instrument Using Multi-Criteria Decision Making Perspective
BT  - Proceedings of the 2019 1st International Conference on Engineering and Management in Industrial System (ICOEMIS 2019)
PB  - Atlantis Press
SP  - 1
EP  - 8
SN  - 1951-6851
UR  - https://doi.org/10.2991/icoemis-19.2019.1
DO  - 10.2991/icoemis-19.2019.1
ID  - Dalulia2019/11
ER  -